Product Support Specialist

Genetec; Puerto Rico; Remote; USD 40,000 - 55,000; Full time

Job summary

Join a dynamic team as a Product Support Specialist at a leading company, providing top-notch technical assistance for their products. You will resolve customer issues via phone, online portal, or chat, ensuring a positive experience. This role requires bilingual communication skills and a technical background, with opportunities for professional growth and a supportive team environment.

Benefits

Language classes

Transportation and food allowances

Gym pass

Health and Dental plan

Life Insurance

Qualifications

• 2+ years' experience in IT/technical troubleshooting or support.
• Ability to work under pressure and make sound decisions.

Responsibilities

• Handle incoming calls, online tickets, and chats.
• Document all customer issues in CRM.
• Collaborate with team members and escalate unresolved issues.

Skills

Spanish

English

Analytical Skills

Troubleshooting

Education

Technical degree (DEC)

Certification in IT/Electronics

Tools

MS SQL Databases

Microsoft Windows Servers

Packet sniffing tools

Job description

1 month ago Be among the first 25 applicants

• Location: candidates can be located in Puerto Rico, Dominican Republic, or Panama*

Your team's dynamic:

The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for Genetec products. You will utilize your technical troubleshooting skills to resolve product-related issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in Genetec's commitment to creating a positive experience for all our customers.

Through a comprehensive onboarding process, your experienced colleagues and team leader will guide and coach you to achieve success in your new role.

What your day will look like:

• Handle incoming calls, online tickets, and chats
• Understand, analyze, and troubleshoot customer technical issues varying in complexity
• Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
• Properly document all customer issues and interactions in our CRM
• Ensure that all reported incidents are resolved in accordance with Genetec's SLA
• Collaborate with team members and Software Delivery Specialists
• Escalate unresolved issues when needed

More about you:

• Spanish and English, both verbal and written (this role requires interaction with our international collaborators and customers)
• Have sound judgement and capability of making decisions under pressure
• Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
• Excellent analytical and troubleshooting skills
• Ability to work in fast paced environments with professionalism and confidence
• Willingness to work on shift rotation until 8:00pm and holidays (as required)

Technical requirements:

• Networking principles and clear understanding of TCP, IP, and UDP protocol stack
• MS SQL Databases (structure and queries)
• Microsoft Windows Servers and Windows Sysinternals Utilities
• Ability to troubleshoot hardware
• Experience working with Active Directory
• Packet sniffing tools (ex. Wireshark)

Great if you have:

• Experience with IP Video surveillance technology
• CompTIA A+, Network+, Security+, CCNA, CCNP certifications are an asset
• MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
• Knowledge of PowerShell and C# and programming
• Knowledge of Unix Kernel and commands
• 2+ years' experience in IT/technical troubleshooting or technical support environment

Let's talk perks!

• Language classes
• Transportation and food allowances
• Gym pass
• Health and Dental plan
• Life Insurance

Genetec is an equal opportunity employer; we strive for diversity and inclusion through our hiring approach, as well as through the training and professional development we provide. We partner with external organizations and implement internal initiatives to offer a welcoming work environment for employees of all backgrounds.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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